Desktop Engineer 2

Diverse Lynx; Montreal (administrative region); On-site; CAD 60,000 - 80,000; Full time

Job summary

A technology solutions provider is seeking a Desktop Engineer 2 in Montreal, Quebec. This role requires bilingual proficiency in French and English, as well as strong technical troubleshooting skills for hardware and software issues. The engineer will provide Level-2 technical support for desktops and laptops, maintain software configurations, and assist with network connectivity problems. Ideal candidates will have an Associate's Degree and experience with SCCM. A commitment to customer service is essential.

Qualifications

• Need to be bilingual French and English.
• Strong customer service skills.
• Ability to work independently and take ownership.
• Solid technical and analytical skills required.
• Experience troubleshooting intermediate LAN and VPN connectivity issues.

Responsibilities

• Provide Level-2 technical support for desktops and laptops.
• Maintain software configurations including loading and troubleshooting.
• Install and support desktop software via SCCM.
• Provide support for technical problems involving desktop and network services.
• Communicate effectively with customers and co-workers.

Skills

Hardware and software troubleshooting

SCCM experience

Bilingual (French and English)

Technical support

Customer service skills

Ability to troubleshoot software and hardware

Knowledge of Microsoft Windows

Active Directory administration

Experience with VPN connectivity issues

Education

Associate's Degree or equivalent certifications

Tools

Service Now

SCCM

Mobile Device Management

WorkspaceONE/AirWatch

Job description

Overview

Role: Desktop Engineer 2
Location: Montreal, Quebec (onsite)
Duration: 6 months
Pay Rate: $25 T4

Technical skills:

• Hardware and software troubleshooting)
• SCCM - Experience required with SCCM - laptop image
• Hardware and Software Management
• Bilingual (French and English)

POSITION SUMMARY

Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals.

Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents.

Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

POSITION DUTIES AND RESPONSIBILITIES

Provide Level-2 technical remote & on-site support for supported desktops, laptops, printer, and mobile devices.

This includes the following activities:

• Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
• May participate in IT projects as required Installing, supporting and troubleshooting approved desktop software via SCCM or on-site
• Performing planned maintenance, install, moves, adds and changes; either remotely or on-site
• Provide support services to employees with technical problems involving desktop, laptops, mobile devices or network services from local personnel or from employees using network remote access (VPN)
• Provides timely resolution of incidents or escalation on behalf of the customers, liaise with other technical departments to resolve technical issues
• Installing, supporting and troubleshooting approved Apple or Android devices Mobile Device Management for Apple or Android devices
• Provide support for with Multi-Factor Authentication
• Exercises judgment with defined procedures and practices to determine appropriate action, take initiative and be pro-active analyzing ticket trends
• Provide feedback to appropriate teams for creation and maintenance of standard images, document as required
• Requires little day-to-day supervision; able to work on assigned tickets in queue independently, and ensure SLAs are being met
• Ability to work on call after hours as required either remotely or on-site
• Communicate effectively with multiple customers and co-workers
• Able to communicate highly technical information to both technical and non-technical personnel
• Providing case status updates to management and end-users
• Providing phone support and diagnostics to remote customers on VPN
• Participating in training programs designed to educate customers about basic and specialized applications
• Provide feedback and recommendations for KBA, as well as create and update KB Articles for ticketing system wiki. (Knowledge Based Articles)

QUALIFICATIONS

• Needs to be bi-lingual French and English
• Strong customer service skills
• Reliability and a strong sense of responsibility
• Ability to work independently and take ownership
• Solid technical and analytical skills required
• Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers
• Knowledge of supported Microsoft Windows operating systems
• Experience with Active Directory administration
• Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
• Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
• Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues

EDUCATION and/or WORK EXPERIENCE

• Associate\'s Degree or equivalent certifications and experience required
• Beginner Level Service Now experience
• Intermediate Level SCCM experience
• Beginner Level Mobile Device Management experience
• WorkspaceONE/AirWatch experience preferred but not mandatory
• A+ Certification recommended, MCTS, MCITP, ITIL Certification preferred
• 2+ years of related experience preferred

SPECIAL CONDITIONS

• Ability to travel as required Ability to lift 50lbs (printers, desktop machines, etc.)

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.